Amazon Connect Agent to Agent VoIP Calls

June 7, 2021 in Amazon Connect
Amazon Connect Agent to Agent VoIP Calls

Amazon Connect agents can dial each other as VoIP either directly or using internal extensions. Comstice Amazon Connect Softphone offers many features which are not available with Amazon Connect out of the box. One of the features often asked is to be able to make and receive calls between the agents. Normally, this needs to go through public telephony network which costs extra for each call. Using Comstice desktop softphone, Comstice webphone, Comstice Salesforce Webphone and Comstice Mobile Softphone app, users can make and receive voice and video over IP calls between them, transfer the existing internal call to another enterprise user. Check out the video on the product page to see it in action.

Comstice Softphone for Amazon Connect offers full-stack agent and supervisor functionality as well as enterprise telephony features on a single app. Using the built-in WebRTC feature, Comstice softphone helps to make and receive calls internally between the users.

Comstice Amazon Connect Softphone Diagram

Comstice Softphone for Amazon Connect also offers handling incoming video calls from the customers. Customers can start a video call using Comstice click and call button from your company website. Your agents can also convert an existing call to a video call by sending video call link to the caller via SMS and email. Caller can start a video using their desktop or mobile browser, without installing any software. More information can be found on this link.